At Infinite Campus, we believe customer relationships are the sails that steer the ship. After districts come aboard, they are assigned to a Client Relationship Manager.
We recently sat down with two of our CRMs, Lisa DeGaris and Miles Marsh, to hear more about their experience working with customers and the value they place on each relationship. Read what they had to say below!
What can districts expect from their Infinite Campus Client Relationship Manager (CRM)?
Miles: It’s our job to get to know each and every one of our customers. With this we create networking opportunities in their area, promote new and existing features relevant to them, and help them plan for the future. Our customers have an advocate on their side – both here internally at Infinite Campus and in the greater Ed-Tech space.
Lisa: Districts can expect their assigned CRM to work with them directly to build a partnership. We want them to understand we care, that we’ll represent their needs, share ideas, and ensure they have everything they need to make the product work best for them.
Why is fostering a close relationship with individual school districts so valuable in the customer journey?
Lisa: Building a deep relationship means we understand the district at a greater level, and can ensure they are aware of helpful solutions for any issues or opportunities that may arise. Our goal is to create a strong partnership with each customer where we are a trusted advisor, not just another vendor.
Miles: Having someone you trust on your side is great during the easy times, but when things get bumpy, it’s crucial. Believe it or not, overcoming the challenges that arise results in a closer relationship 100% of the time in my experience, to the point where I’ve come to view challenges as opportunities. If the foundation of a strong relationship is in place, there isn’t anything we can’t overcome together! If I’m doing this right, nobody ever feels like a small fish in a big pond.
After the implementation team hands a district over to you, how do you go about kickstarting that personal relationship?
Miles: That’s a critical step in the journey! Districts are often apprehensive about moving away from the large implementation team and all the services they provide, so it’s important that we make sure they know they aren’t being pushed off the dock to learn to swim. Most states have monthly calls that bring together all districts for collaboration, and when a district needs a bit more individualized help, it’s not uncommon to set up recurring meetings to make sure they feel well cared for. Our goal is to visit each district in-person during their first school year, which is my absolute favorite part of the job – this is by far the most effective way to kickstart the relationship!
Lisa: Like Miles said, during the implementation process, we hold a few calls with the district so we can get acquainted. We want to make sure they know who we are and that we don’t walk away once implemented. Within the first year, we will visit the customer in-person and schedule regular calls to build a strong partnership. We want the customer to understand we’ll maximize all Campus resources to exceed their needs.
What do you enjoy most about working closely with customers?
Lisa: I love meeting customers and learning not only about their district, but about them personally. During my 16+ years in a CRM role, I have built not only strong partnerships, but close friendships with many customers. They know I have their best interests at heart and will work with them to ensure their satisfaction.
Miles: In my time as a CRM, I’ve had the privilege to become personal friends with many of my customers. I’ve been invited into their homes for meals, kept in the loop when they are experiencing personal hardships, and even drove an electric car for the first time when an excited customer was eager to show it off. Of course, not every relationship ends up becoming personal, but I try to treat every customer connection as though it could. When I get to hold an in-person event with 90+ people and it feels like a family reunion, it means the world to me. It also makes the work we do SO much easier when you have this as a baseline to start from.
Can you talk about your favorite customer interaction to date?
Lisa: One instance that always stands out to me is when we implemented a district many years ago, they did not like Infinite Campus at all. Today, their contact always says to me, “Do you remember when I hated you? I love you now!” That is what it is all about.
Miles: Broken Arrow, Oklahoma, was informed by their previous SIS that they would no longer support Oklahoma localization, with nearly no time to properly switch vendors. I was at the airport on my way to host a user group event in Oklahoma the following day, and I got a frantic call from our sales rep: “I have a VIP guest from Broken Arrow that wants to crash your event tomorrow to help inform their decision.” For a salesperson, this could be worrisome as the sale is completely out of their control while this person is with me. Of course we accommodated; she had a blast, and they ended up finalizing their decision to come our way almost immediately after. The enthusiasm for Campus products and collaboration at those events is contagious.
Fast forward a year and this same customer is visiting our Minnesota headquarters. We had lunch together in our on-site restaurant, let her pick some apparel from the marketing team’s swag closet, and provided a tour of the facility. When it was all done, I gave her a ride back to the convention center where her husband was attending a trade show, so we got to chat in the car as well. She remains an active and vocal customer and has been such a pleasure to get to know!
